Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Everi ATM and their company are THIEVES!!!!!!! I WAS AT *** CASINO IN DETROIT ON AUGUST 11TH, I WENT THEIR ATM MACHINE TO WITHDRAW $400, AND THE MACHINE NEVER DISPENSED MY $400!!!!! I CONTACTED EVERI AND THEY CAN SEE THE TRANSACTION AND THHEN STATED FOR ME TO CONTACT MY BANK INSTITUTION. I DID JUST THAT I HAVE A DISPUTE CLAIM IN. I CAME ON THE BBB SITE TO REVIEW EVERI AND THE COMPLAINTS ARE ALARMING!!! I HAVE ALSO REACHED OUT TO AN ATTORNEY, WE WILL ALL BE ON TV IF MY $400 DOES NOT GET PUT BACK INTO MY BANK ACCOUNT! IT'S SIMPLE...*** RUN THE CAMERAS BACK AND SEE THAT I DID NOT RECEIVE MY MONEY!! *** STATED TO ME THAT THEY HAVE BEEN HAVING PROBLEMS WITH THAT PARTICULAR MACHINE AND AFTER I BECAME A VICTIM OF THAT MACHINE THAT'S WHEN THEY DECIDED TO CLOSE THE MACHINE DOWN, OUT OF SERVICE!!! 10 SECONDS IS ALL IT TOOK FOR ME TO NOT RECEIVE MY $400, BUT IT WILL TAKE 10 TO 90 DAYS FOR AN INVESTIGATION! EVERI KNOWS THAT WHEN THEY DID THEIR NIGHT AUDIT THEY WERE $400 OVER!!!!! MY $400 THAT THEIR MACHINE DID NOT DISPENSE!!!! I WANT MY MONEY AND I WANT IT NOW!!!! Finish the ATM request dispense my $400 back to my BANK ACCOUNT!!!
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/26) */
  August 26, 2022
  
  Better Business Bureau
  Business Relations
  ATTN: ****** ******
  
  RE: Consumer: ******* *****
  Complaint Case #: XXXXXXXX
  Date of Complaint: August 13, 2022
  
  
  To Whom it May Concern,
  
  I would like to respond to the complaint received by Everi Payments Inc. on August 16, 2022, regarding an alleged non-dispense of an ATM Cash Withdrawal transaction in the amount of $405.99 performed on August 11, 2022 at *** Casino ******* with card number ending *****
  
  This type of PIN based transaction is governed by Federal regulation E, which states, "A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1))." In order to comply with regulation E and ensure that the cardholder's rights are fully protected, Everi Payments refers cardholders' to their card issuing financial institution when a billing error is alleged. The cardholders' contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  Upon completion of our investigation, we determined a credit adjustment, which was keyed and settled on August 16th, in the amount of $405.99 was due. Please note it is the responsibility of the card issuer to post the related credit to Ms. *****'s account.
  
  Should she have any questions or concerns regarding this response, I encourage Ms. ***** to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  Cheryl Z******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p XXX-XXX-XXXX
  e ********@everi.com
  
  CC: Carl S*******

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction performed at 7:38pm
  07/16/2022
  Sequence Reference number: XXXXX
  Credit was sent July 20th or July 21 by Everi
  $1500
  Case number: XXXXXXXXXXXXX
  Last 4 of card ****
  
  I initiated a cash advance transaction on July 16 with a cashier at ***************************. Everi, who is the third-party processor, for the casino alleges that the transaction I initiated in the amount of $1500 was declined, however my bank states that the $1500 went through as a posted transaction.
  
  After much back-and-forth and filing a Regulation E dispute form with my bank, I was told by my bank that transactions at an ATM and/or cash advances are not eligible for provisional credit. They also take up to 45 days to complete.
  
  Everi states that they initiated credit back to my bank on July 20 but some reps say that it was done on July 21. I have been in daily communication with my bank and they have stated that there is nothing pending or that has come through from Everi. The 10th business day would have been today, August 3, 2022, and there's nothing in my account. Everi has failed several times to make the situation right and continue to state that they sent the $1500 credit to my bank. My bank states that there has been no such credit or reversal that has been initiated from Everi. and We are now outside of the 7-10 business day window.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 9, 2022/08/22) */
  August 12, 2022
  
  
  Better Business Bureau
  Business Relations
  ATTN: *************
  
  RE: Consumer: ******* ********
  Complaint Case #: ********
  Date of Complaint: August 4, 2022
  
  
  Dear Ms. ******,
  
  I would like to respond to the complaint received by Everi Payments Inc. on August 4, 2022, regarding an alleged charge in error for the amount of $1,500 associated with a PIN POS transaction completed on July 16, 2022, at Hard Rock Casino Indiana with card number ending ****.
  
  A credit adjustment in the amount of $1,500.00 was submitted to card number ending **** on July 20, 2022. Please note it generally takes 7 to 10 business days for the Card Issuer to post the credit to the account.
  
  Should she have any questions or concerns regarding this response, I encourage Ms. ******** to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  Cheryl Z******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e cz******@everi.com
  
  CC: Carl S*******
  
  
  Consumer Response /* (2000, 11, 2022/08/22) */
  After over a month of headaches, Everi FINALLY returned my $1500. This entire experience was terrible and lacked accountability. Thank goodness it is over.

• Initial Complaint

  Date:07/20/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/18/2022 I visited ******************************** and tried to withdraw $600.00 from an Everi ATM. A message popped up that said it could not be processed as I had reached my daily limit and that my card would not be charged. It offered me to do the transaction at the casino cashier cage for a higher fee so I put my pin in again then decided to cancel and try a different ATM. At this time I received a text message from my bank saying $606.99 had been withdrawn from my account but no money or paper receipt came from the machine. I proceeded to try the other ATM, also Everi but tried for $500 and it did the same thing. This time I did decide to complete this transaction with the casino cashier and I told her what happened and she assured me that since I canceled out of the $600 transaction it should reverse within a few hours. I kept checking throughout the day and it never reversed. I waited overnight and woke up the next morning, immediately checked my bank and the transaction was no longer pending but completed. I called ********* and told them what happened and the cashier gave me the number for Everi. I called and spoke to an IT lady who told me to call back at 7 am their time. She also said she'd pass my info along to customer support. I called back told them what had happened the morning before, gave the info requested and the agent looked up my card info and told me it showed that I had received the 600 from the ATM. I of course said why would I try 600 and 2 minutes later try 500, especially when they both said I had reached my daily limit. She told me to call my bank and make a dispute which I did do. My problem with this is that I was told it could take 30 to 45 days to get this money back! I DID NOT RECEIVE THE 600 FROM THE ATM, I DID NOT GET THE 600 FROM THE CASINO CASHIER; THE CASINO CAMARAS CAN SURELY VERIFY THIS AND THEIR END OF DAY ACCOUNTING SHOULD DEFINITELY BE OFF THAT DAY AS NO MONEY WAS DISBURSED. I want my 600 back asap, please.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Wednesday, August 2, 2022
  
  Better Business Bureau
  Business Relations
  ATTN: ****** ******
  
  Complaint Case #: XXXXXXXX
  Date of Complaint: July 20, 2022
  Patron: **** ****
  
  
  To Whom it May Concern,
  
  I would like to respond to the complaint received by Everi Payments Inc. on July 21, 2022, regarding an alleged non-dispense of an ATM Cash Withdrawal transaction in the amount of $606.99 performed on July 18, 2022 at ********* Casino ****** City ******** with card number ending *****
  
  This type of PIN based transaction is governed by Federal regulation E, which states, "A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1))." In order to comply with regulation E and ensure that the cardholder's rights are fully protected, Everi Payments refers cardholders' to their card issuing financial institution when a billing error is alleged. The cardholders' contact with their issuing financial institution typically will result in a chargeback sent to the device operator, Everi in this case, for the disputed amount.
  
  During my conversation with Ms. ****, she explained a dispute was filed with her card Issuer and a provisional credit had posted to her account. Everi's research of the transaction determined the cash was not dispensed, and the chargeback will be accepted upon receipt. Acceptance of the chargeback should result in a permanent $606.99 credit to Ms. ****'s account. Please note it is the responsibility of the card issuer to pursue the chargeback on Ms. ****'s behalf and post the related credit to Ms. ****'s account.
  
  Should she have any questions or concerns regarding this response, I encourage Ms. **** to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  Cheryl Z******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p XXX-XXX-XXXX
  e ********@everi.com
  
  CC: Carl S*******
  
  
  Consumer Response /* (2000, 7, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept because their finding is correct. **.